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• Your company name and the device name or code.
• When it happened, with your time zone, and what you expected to see.
• A screenshot of the panel, if it helps.

Never send passwords, recovery codes, activation or reset links, or device credentials. We will never ask for them.

The panel marks a device offline when it misses its 180-second contact window, and posts a notice in your notification inbox. Check that:

• the device has power;
• the Wi-Fi router is on and connected to the internet;
• the device is within range of the router.

When the connection returns, the device reports again and the panel shows it back online. If you changed your Wi-Fi name or password, contact us so we can set the device up on the new network.

• Every alert also appears in the panel’s notification inbox, under the bell. Check there first.
• Look in your spam or junk folder, and check that you are listed as a recipient on the alert rule.
• A rule sends one alert per episode. After it fires, it waits for the reading to return past its reset margin, and for its cooldown to pass, before alerting again.
• Browser pop-ups appear only while the panel is open in a tab.

If an alert shows in the panel but its email never arrives, send us the rule name and the time.

• Forgotten password: ask your company administrator to create a password reset link under Users & access. The link expires after 30 minutes. Administrators can contact us.
• Lost authenticator: sign in with one of the recovery codes you saved when you turned on multi-factor authentication. Each code works once.
• Lost authenticator and recovery codes: there is no self-service way back in, so keep your recovery codes somewhere safe. Contact us if this happens.

The panel shows sensor errors, missing values and uncalibrated readings separately from real values, so a zero is never a hidden fault. Check that the sensor is clear of direct sunlight, heat sources and blocked airflow, and that its cable is secure.

If a reading still looks wrong, email us the device and the time range.

• Download a device’s history as CSV, up to 5,000 readings at a time.
• For more, start a background export covering up to 20 devices and 366 days, as original readings or hourly summaries.
• Daily or weekly CSV reports can be scheduled and downloaded from the panel.
• Export files expire 24 hours after they are generated.

If you cannot see the export option, your role may not include it. Ask your company administrator.

Company administrators invite users from Users & access and choose each person’s role and device access. To add a device, contact us: we register it, prepare its firmware and set it up for your site.

The plugin tracks DHL, FedEx, UPS, USPS and 17TRACK shipments from inside Claude by running IMZLab’s tracking Actors on your own Apify account.

• Connecting Apify. Open the plugin’s Connectors tab in Claude (or run /mcp in Claude Code) and connect Apify with your account. You can create a free account at apify.com. Nothing runs until Apify is connected.
• “Needs authentication” or “not connected”. The Apify sign-in has expired. Reconnect from the Connectors tab.
• “Charge limit reached” or “not enough credit”. Apify stopped the run under your account’s limits. Top up or raise the limit in Apify Console, then ask Claude to run it again.
• A number is not found. Carriers register a number only after the first scan, which can take a day after the label is created. Check the digits, and note that Amazon TBA numbers are not supported. USPS numbers are looked up through 17TRACK.
• A number is blocked. The carrier’s page refused the lookup for the moment. Try again later; blocked and not-found numbers are not charged.
• Prices and billing. Each tracked record is billed by Apify at the price on the Actor’s Apify Store listing. Billing questions go to Apify Console, since IMZLab does not bill you directly.

Report a bug or request a carrier at the plugin’s issue tracker, or email info@imzlab.com with the subject “Package Tracker plugin”. Include the tracking number, the carrier and what Claude replied. Never send your Apify API token or a carrier API key.

To report a security problem, email info@imzlab.com with the subject “Security report” and the steps to reproduce it. Please do not access or change data that is not yours while testing.

For privacy questions and requests, see the privacy policy. Our terms of use cover accounts, acceptable use and the limits of the service.

Looking for a quotation? Use the contact page.